IT Technician Tier 2

IT Technician Tier 2

General Purpose

Installs, maintains and repairs customer hardware and software, resolves complex incidents and requests; primarily provides 2nd level technical and troubleshooting assistance to customer inquiries, all in a manner that builds customer trust and confidence in CCS. Provide 1st and 2nd level support as needed.

Essential Duties & Responsibilities:

1. Builds teamwork and company culture by being positive, professional, collaborative, and ethical
2. Intermediate troubleshooting, researching, implementing & optimizing resolutions to customer incidents and requests.
3. Provides remote & onsite technical assistance and training to client end users
4. Provides excellent customer service to clients and communicates effectively with clients via email, phone, and ticketing system
5. Escalates work to leadership and/or higher-level tech when assigned work cannot be resolved in a timely manner
6. Accurately documents work performed, customer interaction and time worked in Ticketing System. Closes tasks & tickets timely
7. Creates and maintains client documentation in the document retention system
8. Recognizes opportunities to improve client s technical environment, the CCS technical environment & CCS business practices and procedures. Communicates improvements to leadership.
9. Consistently meets utilization goals
10. Follows best practices in accordance with security guidelines, CMMC and HIPAA to protect client and CCS s data and passwords
11. Performs on-call duties as required in the on-call rotation
12. Drives company owned vehicle when going onsite to a client s location or conducting other company business
13. Conducts training and mentors Tier 1 level Technicians
14. Performs all other duties as assigned

Job Qualifications

Knowledge, Skills, and Ability:

1. Strong working knowledge & troubleshooting experience in technical tools outlines in the Experience section.
2. Knowledge of how an IT ticketing environment operates
3. Strong critical thinking, problem solving & technical troubleshooting skills (required)
4. Strong documentation skills (required)
5. Excellent customer service skills (required)
6. Ability to communicate effectively, both orally and in writing (required)
7. Strong ability to embrace & gain competence in new technologies (required)
8. Ability to adapt to changes in task priorities (required)
9. Organizing & time management skills (required)
10. Ability to build strong working relationships internal and external to the organization (required)
11. Ability to apply common sense understanding to carry out instructions furnished in written or oral form
12. Ability to perform all duties and responsibilities in a timely and effective manner in accordance with policies, programs, and guidelines to achieve the overall objectives of the position

Education or Formal Training

1. Bachelor s degree in Computer Science or related field, or equivalent combination of related education and experience
2. A+ Technology Certification or equivalent combination of related training and experience (required)
3. Server+, Network+ & Security+ certifications or equivalent combination of related training and experience
4. Other relevant certifications are an advantage

Experience

1. Minimum of 4 years IT experience or equivalent combination of education and experience (required)
2. Service Desk and remote support experience
3. 2 years experience working with:

• Microsoft & Apple operating systems
• Private & public VM cloud environments
• Microsoft 365 cloud services
• Network troubleshooting and optimization
• Network mapping
• Firewalls, switches, routing & wireless
• WAN technologies
• Internet security & data privacy
• Active Directory & group policy
• Automated system updates, system management, system imaging, and remote assistance
• Servers running various Windows OS versions in standalone and virtualized environments
• VPN
• Azure
• Server file shares & permissions
• Printer networking
• VoIP and PBX systems

• Remote Desktop

4. 1 year experience working with:

• User level & server backups
• Internet filtering solutions
• G-Suite Administrative Console
• Apple MDM solutions
• Camera system infrastructure
• Cloud email & spam filters
• Mobile device management
• QuickBooks, Sage or other financial applications
• Vendor RMAs
• Other client business specific technology

5. Experience working in a fast-paced, high pressure work environment with multiple time critical tasks simultaneously (required)
6. Must have a valid Colorado Driver s License with a clean driving record and background check (required)

Working Environment

The work environment is often fast paced, demanding that the employee quickly prioritize changing client needs and desires. Effective multitasking may be required to manage several projects that are ongoing simultaneously while facing regular interruptions. The employee may need to travel and work after hours occasionally.

Physical Activities

The employee is occasionally required to stand and/or sit for extended periods of time; reach with hands and arms. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

COVID-19 vaccination required

Contract-to-Direct

Pay: $24.04/hour- $28.85/hour depending upon experience

Schedule: 6:30 am-5:00 pm (Monday-Friday), on call rotation for 1 week every 7 weeks.